Introduction to Supportability Topics for the SAP Mobile ... · Supportability Topics for the SAP Mobile Platform An Introduction Brought to you by the SAP Mobile ... SAP Mobile Platform:

SMP Enterprise Grade Mobility – Webinar Series

John Polus / SAP Mobile RIG

July, 2013

Supportability Topics for the SAP Mobile Platform

An Introduction

Brought to you by the SAP Mobile Rapid Innovation Group (RIG)

© 2013 SAP AG. All rights reserved. 2 Public

SAP Mobile Platform: Enterprise Grade Mobility

On SCN pages and a series of

webinars, we drill down into Enterprise

Readiness aspects of the SAP Mobile

Platform (SMP).

• On the SCN Pages, you find links to

White Papers, How-To Guides, Blogs

and other resources.

http://scn.sap.com/docs/DOC-43424

• Webinars complement these

published resources. The Webinar

schedule is also published on SCN.





Supportability Topics for the SAP Mobile Platform

An Introduction SMP Enterprise Grade Mobility – Webinar Series


Purpose this presentation

To provide a overview of topics pertaining to the area of Supportability for the SAP Mobile

Platform. The topics include:

1. Tools provided by the Mobile Platform

2. Additional tools

3. SMP and Solution Manager

4. Troubleshooting


Agenda

1. Introduction

2. Tools Provided by the Mobile Platform

3. Additional tools


5. Troubleshooting

6. More Information


What is Supportability for SMP

Supportability is the capability to monitor the SAP Mobile Platform to find errors or exceptions, trace

or debug to identify the errors, and provide hardware and/or software solutions to resolve the issue

or error.

Once a system or application is running in a production mode, it becomes important to make sure

that it stays running efficiently. So once you identify an anomaly in the system you can make identify,

trace and resolve the issue.

NOTE: The day to day operation, configuration, and monitoring can be found under the Life Cycle

Management topic on SCN.


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Mobile Device

SAP Mobile Platform Customer Expectation: Seamless support for whole mobile platform sold by SAP!

OP Suite Backend System

SAP Gateway

SAP Mobile

Platform*

Reverse Proxy /Relay Server

Adapter

SAP Data Protocol

SAP Data Protocol

SAP Data Protocol

Apps

Libraries

Content

Apps

Adapter

Content

API API

Content

Adapter

On DEVICE

On PREMISE

SAP Partner/Customer


Platform note

This presentation is applicable to the SMP 2.3 release as well as previous versions of the Sybase

Unwired Platform (SUP).

It does not take into account the Agentry platform from Syclo or the Sybase Mobilizer platform.


Agenda

1. Introduction


3. Additional tools


5. Troubleshooting

6. More Information


Monitoring with the Sybase Control Center

In the Sybase Control Center the current and

past activity and performance indicators can be

accessed via the “Monitoring” section. For

monitoring to be active the default profile on the

“General” tab needs to be enabled.

To view the activity for a specific application

using replication, choose the replication tab.


Monitoring with the Sybase Control Center (cont)

Another section of the SCC monitoring is the

messaging area which shows the activity for the

native messaging applications

For both Replication & Messaging, the steps are

similar. Choose performance and select current

start and end date. The press “retrieve”

After receiving the data, especially the rows

“Total Errors” and “Average Synchronization

Time” are important to check, to know how

many things went wrong and how much time

synchronization took.


Checking server logs

Another important step is to check the log of the

SUP server for errors.

For this expand the “Servers” node and expand

the SUP service

To filter the logs, check “Show filter”.

At this point the log level can be selected, so

that only specific logs will be shown.

For example log level “ERROR” will only show

all logs which are stated as an error.

.


SUP Logs

Database error log: errorlog.txt

Unwired Server log:*-server.log.*

MobiLink Server error log :mlsrv_err.log

client trace: *mocalog.txt

AGENT LOG: agent.log.*

GATEWAY LOG : gateway.log.*

REPOSITORY LOG: repository.log.

OUTBOUND ENABLER LOG *RSOE*.log

DEVICE MANAGERMENT LOG: \DeviceManagement *.txt

AMP TRANSFORMER LOG: \AMPTransformer *.txt

APNS PLUGIN PROXY LOG: \APNSPluginProxy *.txt

AUTO UPGRADE LOG : \AutoUpgrade *.txt

BB NOTIFIER LOG: \BlackBerryNotifier *.txt

DROPPED MESSAGES LOG \DroppedMessages *.err

HTTPDSYNC LOG :HttpdSync *.txt

INBOX MULTPLEXER LOG \InboxMultiplexer *.txt

JMS BRIDGE LOG: \JmsBridge *.txt

MO LOG: \MO *.txt

MOLOGMISC LOG: MOLogMisc *.txt

MOLOGMOBILEOBJECT LOG: MOLogMobileObjects *.txt

MOLOGMOBILESYSTEM LOG : \MOLogSystem .txt

MOLOGMOBILEOFFICE LOG: \MOLogMobileOffice *.txt

NOTIFICATIONENGINE LOG: \NotificationEngine *.txt

OBSERVICEMANAGER LOG: \OBServiceManager *.txt

ROUTER LOG : \Router *.txt

SETTINGSEXCHANGE LOG: \SettingsExchange *.txt

SUPBRIDGE LOG: \SUPBridge .txt

SYNCENGINE LOG: \SyncEngine *.txt

TM LOG: \TM *.txt

NOTE: Most (not all) logs can be found in <Drive>: \Sybase\UnwiredPlatform\Servers\UnwiredServer\logs


Agenda

1. Introduction


3. Additional tools


5. Troubleshooting

6. More Information


Monitor SMP with MobiLink Monitor

To pinpoint performance bottlenecks in syncronization based applications , it is necessary to trace

and drill down into synchronizations. MobiLink Monitor provides the insight into where the response

time is spent on the server side, and provides a good indicator on where the bottleneck may lie in.

MobiLink Monitor can be found in SMP’s installation directory:

<SMP_Directory>\Servers\SQLAnywhere12\BIN32\mlmon.exe.

The window on the right is the MobiLink monitor’s login window.

MobiLink Monitor shows all the synchronization activities

See next page for an example:


MobiLink Monitor results


System Landscape Directory

The System Landscape Directory (SLD) of SAP NetWeaver is the central directory of system

information that is relevant for the landscape description needed as a basis for management of your

software’s application life-cycle.

It contains a description gathered from your system landscape (that is, the software components that

are currently installed) and a repository of software components that can theoretically be installed in

your landscape (such as the software components available from SAP).

Since the system information is updated automatically, the SLD provides reliable and up-to-date

information with minimized effort for you. In this way, the SLD acts as a central information provider for

SAP and third-party tools that use this data to deliver the services you need to keep your landscape up

and running


SAP SLD Server Configuration Overview

For SAP environments that use Solution Manager for runtime root-cause analysis, configure a

destination System Landscape Directory (SLD) server. This configuration allows Unwired

Platform to deliver runtime information to a common SAP SLD repository, keeping information

about your SAP and Unwired Platform mobility infrastructure complete and current.

Task Frequency Perform in

Configure a new destination SLD server One time Sybase Control Center

Add, remove, or edit destination server connection properties Infrequent, required as environment changes Sybase Control Center

Export data Infrequent Sybase Control Center

Enable and disable the schedule Routine Sybase Control Center

Edit schedule properties As required Sybase Control Center

Upload XML payloads on demand As required Sybase Control Center


CA Wily Introscope

CA Wily Introscope is a powerful monitoring tool based on byte-code instrumentation.

It can be used to obtain monitoring metrics of SMP servers, such as synchronization time and the

duration of the underlying API calls, as well as other useful information.

These include

• Java VM heap utilization

• Synchronization response time

• Time spent in Operation Replay

• Tracing API Calls


Monitoring with Wily Introscope

Wily Introscope is a monitoring solution, created and sold by Computer Associates (CA).

SAP licenses it to customers as part of Solution Manager Diagnostics, so SAP customers can get it

from the SAP Service Marketplace without additional cost.

The version available from Service Marketplace is adjusted to suit the needs of SAP customers, but it

is not identical with the full version available from CA.

A Wily installation consists of a central server aggregating Agent data (Enterprise Manager) and a

number of Agents on Satellite systems.


Agenda

1. Introduction


3. Additional tools


5. Troubleshooting

6. More Information


So You want to set up SUP with Solution Manager

The following prerequisites apply

• Sybase Unwired Platform 2.1.1 or higher (latest version is 2.2)

• SAP Solution Manager 7.1 SP5 and higher for Technical Monitoring

• Diagnostics Agents 7.3 SP2 or higher

• Wily Introscope Enterprise Manager 9.1

• Managed System Configuration for Sybase Unwired Platform has been performed.

The following limitations apply

• For SUP 2.1 only Online Data Proxy (ODP) Scenario performance metrics are available.

• For SUP 2.2 Performance monitoring metrics now are available for the ODP scenario and RBS

scenarios as well.


Roadmap Solution Manager Integration for SAP Mobile

2

3

1 E2E Change Analysis

E2E Exception Analysis

E2E Workload Analysis

SM7.1 SP04 SUP 2.1 / Gateway 2.0

E2E Trace Analysis for online scenarios

System Monitoring for Mobile

Transport and Deployment Management

SM7.1 SP05 SUP 2.2 / Gateway 2.0

E2E TA for offline scenarios with SUP

Continuous Improvements

SM7.1 SP05+ SUP 2.2+ / Gateway 2.0+


What is E2E Change Analysis?

Check all changes in a solution (OS, DB, ABAP parameters, Java parameters, transport

requests, Support Packages, and so on)

Central entry point for Root Cause Analysis

Number of changes per system, change category, and day

Drill down into the changes per day

Click on a row with a green background color to open the Change Report Viewer

and check the change history

If the change was recorded in a transport request, you can find the details in the

managed system

Use Case

Provides

Best Practice for Investigation / Rules of Thumb


What is E2E Exception Analysis?

Use Case

Provides

Exception trend analysis

Starting point for analysis of a specific exception

Overview of the exceptions in different components of a solution


Do a timeframe selection by day, week, or month to see the exception trend in a

solution and its components.

For analyzing a specific exception, select a timeframe of several minutes around

the point in time when the exception occurred.

Further investigate the components where exceptions occurred.


What is E2E Workload Analysis?

Use Case

Provides

Get workload information on your complete solution

Analyze overall performance bottlenecks

Key performance indicators for different components


Check the workload overview for bad response times

Scan for parameters that have both high Average Response Times and large

Accumulated Response Times.

Large Accumulated Response Times have the largest overall impact on the

performance of a system

Check the component-specific KPIs for deviation from average values


System Monitoring

Provide status overview regarding technical system including

instances, databases and hosts

Allow to access landscape information and problem context for

technical system

Drill down from status information to single metrics and events

provided by End-to-End Monitoring and Alerting

Visualize metrics and events including thresholds and current

rating / value

Jump-in capability in metric viewer including zoom functionality

in detail information

Status Overview

Details Tree Metric Viewer


System Monitoring Metrics

for Sybase Unwired Platform

Available with SolMan 7.1 SP05

Server Availability

Server Response Time (ODP scenario only)

Critical exceptions in SUP logs

Planned with SolMan 7.1 SP05+

MBO processing

Replication based Synchronization

Device notifications

Workflow execution

Outstanding subscriptions

Pending items backlogs

Locked users

Inactive Queues


System Monitoring

for Sybase Unwired Platform


End-to-End Trace for Mobile Apps

Record end

user activities

Collect trace data

in Solution Manager

Understand

request flow

Analyze in detail

and find root-cause


How E2E Trace is performed

1. Administrator enables tracing for involved systems

Systems will react on externally received SAP Passports

Trace flags embedded in SAP Passport are evaluated

2. End user starts trace and performs steps which need to be traced

Steps and requests are detected

3. After finishing steps the user presses the stop button

Instrumentation is switched off

Data from client side are collected and XML is prepared

XML is sent to SAP Solution Manager

4. Administrator starts trace collection in SAP Solution Manager E2E TA

XML is parsed for SAP Passport Information and client side request data

Based on Passport information trace fragments written for requests are collected from

involved systems


Agenda

1. Introduction


3. Additional tools


5. Troubleshooting

6. More Information


Troubleshooting

The primary goals of troubleshooting:

• Gather enough information to diagnose the problem, so you can solve it

AND/OR

• Gather supporting information to document the problem, so you can contact SAP Technical Support for help

in resolving it.

Troubleshooting Process

• Collecting Information

Use Sybase Unwired Platform and other resources to collect information, then use the information to

troubleshoot and solve the problem.

• Reporting Errors

Before reporting problems to SAP Technical Support, collect as much relevant background information as you

can.

• Ensuring System Recoverability

Ensure system recoverability by keeping the platform components in good health.


Troubleshoot Basic Scenarios

Debugging Replication Synchronization

Describes the replication synchronization process flow and options available for diagnosing problems at each step of the process.

Debugging Message Synchronization

Describes the message synchronization process flow, and options available for diagnosing problems at each step of the process.

Debugging Hybrid Web Container Development

Device client and Unwired Server troubleshooting tools for diagnosing Hybrid Web Container development problems.

Sybase Unwired Platform End-to-End Process Flow

Understanding SUP processing flow at a high level between the enterprise information system (EIS), Sybase Unwired Platform, and

devices is important for troubleshooting, as well as knowing the options available for diagnosing problems at each step of the process.

Debugging the Cache

Describes the cache database cache process flow, and options available for diagnosing problems at each step of the process.

Debugging Data Change Notification

Describes the data change notification process flow, and options available for diagnosing problems at each step of the process.

Debugging Android Object API Development

Device client and Unwired Server troubleshooting tools for diagnosing Google Android development problems.


Troubleshooting Links

Troubleshooting Security, Logins and Authentication

http://dcx.sybase.com/index.html#sup0223/en/com.sybase.infocenter.dc01206.0222/doc/html/mqu1255205552328.html

Troubleshooting SMP Device Notifications


Troubleshoot the system


Troubleshoot the Relay Server


Efficient SMP Log Analysis


http://dcx.sybase.com/index.html















Agenda

1. Introduction


3. Additional tools


5. Troubleshooting

6. More Information


More Info MobiLink monitoring

Infocenter

http://infocenter.sybase.com/help/index.jsp?topic=/com.sybase.infocenter.dc01931.0230/doc/html/smc

1358958616435.html

SAP Community Network

Configuring MobiLink Monitor and connect to SUP 2.x - http://scn.sap.com/docs/DOC-41801


More on Wily Introscope

SAP Community Network - Solution Manager - CA-Wily Introscope Set-UP

http://wiki.sdn.sap.com/wiki/display/SMSETUP/Introscope+Setup

Go to:

http://infocenter.sybase.com/help/index.jsp?topic=/com.sybase.infocenter.dc01931.0230/doc/html/asc1

344974823706.html Choose the platform you are interested in.

Also refer to notes:

• 1634219

• 1126554



http://infocenter.sybase.com/help/index.jsp?topic=/com.sybase.infocenter.dc01931.0230/doc/html/asc1344974823706.html




More on SMP and Solution Manager Integration

SAP Community Network - Solution Manager Set-Up:

Wiki Home Page

http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home




Thank you

Contact information:

John Polus

Platinum Specialist – SAP Mobility RIG

[email protected]

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Introduction to Supportability Topics for the SAP Mobile ... · Supportability Topics for the SAP Mobile Platform An Introduction Brought to you by the SAP Mobile ... SAP Mobile Platform: